The 2025 Women in CX Awards just revealed the blueprint for scaling human-centered transformation and it’s not what you think Here’s the uncomfortable truth: Your empathy training isn’t working.You’ve mandated it in programs. Added it to the values statements. Talked about it in every all-hands meeting. Yet when crisis hits, when budgets tighten, when pressure
Here’s what matters: Philip Morris International just proved that even the most controversial industries can reinvent their customer relationships. After investing over $14 billion since 2008, they’ve turned 38.6 million smokers into users of smoke-free alternatives, generating 39% of their revenue from products that didn’t exist a decade ago. This isn’t just another corporate transformation
Here’s what every CX professional needs to know right now: customer experience isn’t just changing; it’s being completely rewritten. And if you’re not paying attention, you’re falling behind faster than you think. The numbers don’t lie. Companies that nail their CX strategy are crushing their competition by 3.5X in stock performance. Meanwhile, brands that excel
